MC1391926 - Dynamics 365 Contact Center - Boost contact center efficiency with real-time streaming analytics
Microsoft 365 Message Center announcement MC1391926.
- Message Center ID
- MC1391926
- Category
- stay Informed
- Severity
- normal
- Services
- Dynamics 365 Apps
- Tags
- New feature
- Published
- 2026-06-15
- Last updated
- 2026-06-15
- Expires
- 2026-07-15
We are announcing the ability to boost contact center efficiency with real-time streaming analytics in Dynamics 365 Contact Center. This feature will reach public preview on June 30, 2026. How does this affect me? This feature provides a reimagined real-time analytics experience in the new Supervisor app where metrics are immediately updated without the need to refresh. Key functionality of this feature includes: Continuous, streaming dashboards : Monitor mission-critical KPIs such as queue backlog, service level, abandon rate, and representative presence as they change in seconds, with anomaly detection surfaced through visual alerts. Full-screen wallboards for the floor : Display live metrics on high-resolution monitors across the contact center floor, giving the whole team a shared, at-a-glance view of performance. Industry-aligned metric definitions : Standardized metric definitions that follow industry conventions, ensuring consistent, comparable numbers across teams and tools. Drill-down analytics : Move from a high-level view into queue-level and representative-level detail to assess performance and pinpoint issues. Representative-level insight : Review live details such as presence status, available capacity, and conversations answered over time. Immediate corrective actions : Address declining performance in the moment by moving representatives between queues and updating presence, skills, and capacity profiles instantly. In-context conversation management : View conversation details and assign or transfer directly from the dashboard. What action do I need to take? This message is for awareness, and no action is required.